Consumption Support Specialist

 We help the world run better

At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.

What you'll do

Consumption commercial models are gaining more and more relevance for SAP. This is why the GFS Consumption CoE is growing. In this position, you will be responsible for providing post-sales support for billing and consumption related issues and inquiries. You act as a dedicated point of support contact for customers, partners, and internal stakeholders and drive problem resolution end-to-end.

The role includes the following activities:

• Actively manage ticket inbox, monitor incoming support requests, answer support incidents within defined Service Level Agreements (SLAs) and drive problem resolution end-to-end
• Review incoming tickets and check against contractual documents, correspondence, and consumption records. Identify customer related information and verify consumption data in different systems
• Align on customer intention with internal stakeholders and define appropriate problem resolution path
• Proactively interact with other SAP support functions and identify appropriate external support resources
• Assign tickets to appropriate external resources​ and process support requests across external L1, L2 and L3 support levels to final resolution
• Actively cooperate with consumption billing team contributing to complex cases resolution
• Drive root cause analysis to further enhance and stabilize billing system

What you bring

We are seeking for highly motivated Support Specialists with a passion for customer satisfaction. The ideal candidate is motivated to learn, has strong collaboration and communication skills and enjoys working in an agile environment with globally distributed cross-functional teams.

To qualify for the job, you should bring the following abilities

• Bachelor’s degree in Business, Computer Science, Information Technology, or a related field.
• Min. 2 years of experience in support position (preferable) or equivalent work experience. Good level of Support and Finance knowledge
• Good level of understanding of consumption models and the ability to troubleshoot and resolve complex issues efficiently
• Very strong analytical and problem-solving abilities, with a customer-centric mindset.
• Familiarity with support management tools and ERP/CRM software
• Excellent English communication skills (verbal and written), with the ability to communicate complex technical and financial information clearly.
• Team player with positive attitude and high level of stress resilience

Meet your team

The Global Finance Success (GFS) Consumption CoE is responsible for all consumption commercial model billing. The Private Cloud Consumption Billing team prepares, analyzes, and processes balance statements for the public cloud commercial models. The work results in monthly billing statements for the customer to understand their usage of SAP Software. The Consumption Support team supports customers, partners, and internal stakeholders in case of questions or problems related to balance statements and consumption.

What you can expect is professional onboarding, exciting career progression, a diverse work environment providing growth opportunities, learning & development possibilities, and an international business network for you to leverage. Interesting non-work related activities (volunteering, charity, sport events,..) 
This role is based at the ultra-modern Metronom office building directly above the Nove Butovice metro station. The location encompasses SAP's vision for the perfect work-life balance by featuring uniquely decorated relaxation rooms, parents' and kids' room.

BENEFITS

Yearly bonuses, sick days paid and sick leaves fully refunded, flexible start/end of working hours, contributions to the pension/life insurance, meal vouchers, holidays 5 weeks, educational courses, coaching and mentoring opportunities, free massage, cafeteria plan, free fitness studio, generous shares program, etc

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Bring out your best

SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.

We win with inclusion

SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Careers@sap.com
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

EOE AA M/F/Vet/Disability:

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.
Successful candidates might be required to undergo a background verification with an external vendor.

Requisition ID: 402889  | Work Area: Finance  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations: #LI-Hybrid.